PT Terminal Petikemas Surabaya (TPS), a key subsidiary of Pelindo Terminal Petikemas (SPTP), marked National Customer Day on September 11 with a series of initiatives aimed at strengthening relationships with port users and reaffirming its long-term commitment to responsive and sustainable service delivery.
Framing customers not just as service users but as strategic partners, TPS emphasized the importance of collaboration, innovation, and transparency in enhancing port services within Indonesia’s rapidly evolving logistics ecosystem.
“In a competitive and dynamic industry like ours, customer input is not only welcome—it’s essential,” said Bayu Setyadi, Senior Vice President of Commercial and Customer Relations at TPS. “Their feedback is the foundation for building high-quality, adaptive services. We are committed to being solution-oriented, open to evaluation, and responsive to changing needs.”
Standardization,
Since the integration under state-owned port operator Pelindo, TPS has accelerated its transformation journey, focusing on service standardization, systematization, and digitalization.
The company has rolled out a number of tech-driven innovations, including: Online Container Damage Report (CDR) submissions; Fumigation and inspection services for salted rawhide; Longstay container monitoring systems; Automatic Damage Detection Systems (ADDS); and Truck Booking Systems (TBS)
To further enhance operational efficiency, TPS is also developing a more integrated Terminal Operating System (TOS). The platform leverages a Planning & Control (PnC) approach via a centralized control center, enabling real-time monitoring of terminal operations, vessel schedules, and traffic coordination—improving overall responsiveness and reliability.
Dialogue as a Cornerstone of Service
TPS has adopted two-way communication as a central pillar in its approach to customer relations. Monthly customer forums, satisfaction surveys, and direct business partner visits form the backbone of its feedback mechanism, allowing the company to align its services more closely with user needs.
The company also uses these touchpoints to reinforce good corporate governance, offering channels for customers to report issues related to gratuities, bribery, extortion, or other violations, both online and offline.
ESG Collaboration with Customers
In a move to broaden its impact, TPS invited customers to participate in a shared Environmental, Social, and Governance (ESG) Journey, reinforcing sustainability as a collective responsibility.
The program began with the signing of a joint ESG commitment and included activities such as tree planting, ESG forums, and public outreach efforts aimed at aligning TPS and its clients toward common 2026 sustainability goals.
“Customer trust isn’t built overnight—it’s a journey,” Bayu said. “We’re committed to innovation, sustainability, and accountability in everything we do.
Together with our customers, we aim to build a port ecosystem that grows in harmony with global standards and national economic priorities.”